In a bid to uphold the integrity of online consumer feedback, the Indian government has embarked on discussions with e-commerce companies and review-publishing organizations. This initiative comes as part of a broader strategy to introduce a quality control order aimed at combating the proliferation of counterfeit reviews on digital platforms. The Consumer Affairs Ministry has issued a notice convening a meeting to deliberate on the draft of the Online Consumer Reviews Quality Control Order, 2024 (QCO), signaling a proactive stance towards fostering transparency and authenticity in online commerce.
The draft QCO proposes stringent measures for e-commerce aggregators and review-publishing entities, mandating them to ensure that only reviews from authenticated purchasers or users are considered. This move is anticipated to significantly diminish instances of deceptive reviews, thereby safeguarding consumer interests. According to the notice, these entities are instructed to register with the Bureau of Indian Standards (BIS) and affirm adherence to the essential requirements outlined in the order.
Scheduled for 15 May 2024, a stakeholder consultation meeting, chaired by the Secretary of Consumer Affairs, is set to deliberate on the draft QCO. The proposed regulations encompass a comprehensive prohibition on the publication of reviews that are fabricated or commissioned by sellers, suppliers, or intermediaries. Moreover, the QCO aims to prevent platforms from manipulating consumer perceptions by outlawing incentives based on review content, editing reviews, suppressing negative feedback, and accepting reviews from individuals lacking genuine product or service experience.
Under the envisaged framework, entities overseeing and disseminating online consumer feedback will be compelled to adhere to essential stipulations. This entails an unequivocal ban on the dissemination of fake reviews and mandates registration as a Review Administrator with BIS while attesting compliance with the prescribed standards. This endeavor by the Consumer Affairs Ministry marks a pivotal stride towards fostering a more trustworthy and dependable online shopping ecosystem for consumers nationwide.
The rollout of such regulatory measures underscores the government's dedication to upholding consumer rights in the digital realm. By ensuring the authenticity and verifiability of online reviews, this quality control order is poised to bolster consumer confidence in e-commerce platforms and virtual marketplaces. As the consultation process unfolds, stakeholders from diverse sectors are poised to contribute invaluable insights that will shape the final iteration of this landmark regulation.
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